Remote Desktop

From the course: Windows 10: Troubleshooting for IT Support

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  • Course details

    Windows 10 is the most secure and reliable operating system ever from Microsoft. But when things go wrong, your users need your help to troubleshoot their issues. In this course, instructor Andrew Bettany provides a comprehensive guide to troubleshooting a range of Windows 10 issues commonly encountered by IT professionals—especially help desk professionals tasked with user support. Learn how to remotely help your users, troubleshoot hardware and software, and restore Windows 10 should you need to. You can discover how to resolve user account and permissions issues, and troubleshoot file access, networking and Wi-Fi problems, and Windows 10 startup issues. Plus, learn how to resolve app incompatibilities, diagnose and fix performance bottlenecks. Andrew wraps up the course with a look at essential maintenance tasks that will keep Windows 10 users from encountering problems in the first place.


    • Click here to view Andrew Bettany’s instructor page

      Andrew Bettany

      Azure Skills Lead for Higher Education, Microsoft UK. Specialist in Azure, Microsoft Teams, and Microsoft 365 training.

      Andrew Bettany is a trainer and author specializing in Microsoft technologies and social media strategy.

      Andrew focuses on cloud and mobility technologies, including Windows 10, Office 365, Microsoft Intune, and Microsoft Azure. He is a keen networker who is passionate about helping people—from young adults to apprentices and career changers—pursue and achieve their learning goals and gain certifications. For eight years, he managed and grew the IT Academy at the University of York, until deciding to focus more on other opportunities, consulting, authoring, and freelance training. He also sits on several company boards as a director and advises on business development and strategy.

    Skills covered in this course

  • Welcome

    - [Instructor] You need to enable the remote desktop connection feature before it can be used. Enabling the feature creates the necessary firewall exceptions. This is performed in the system area of the settings app. When you use remote desktop, you can take full control over the remote PC, and the user logged in will be locked out during the session. In this way, the tool is not as user-friendly for troubleshooting end user issues as it does not allow for any remote interactive activity. In fact, most users of the remote desktop feature use it to remotely connect to servers which can be on premises or located in the cloud. Devices on other platforms, such as Android and Apple iOS and Mac have a remote desktop app available in the Apple iTunes Store or Android Play Store which you can use to establish remote connections to Windows devices. Note that you cannot connect to devices running Windows 8 Home, Windows 8.1 Home, or Windows 10 Home due to license and restrictions. Let's drop onto our IT support user's PC and look at how to use the remote desktop feature,. First, I'll enable the remote desktop feature. I'll click Start, Settings, and then the System item, and Remote Desktop near the bottom. I'll toggle the Enable Remote Desktop to on and confirm the setting. We can now close the settings app. When you enable remote desktop through the settings app, Windows 10 modifies the firewall so that it will allow access for the remote connection. This uses port 3389 by default. If we want to modify this port, we can change this port in the firewall settings. To launch a remote desktop session, type remote desktop into the Start, and then select Remote Desktop Connection. If the device is on your local network, you can enter the computer name or an IP address, and then click Connect. The tool tries to connect, and it normally connects instantaneously. The popup box gives us reasons for why the remote connection has failed. Let's head to our client machine and check to see if the remote desktop connection has been enabled on the distant machine. I'm now on the end user machine. I'll click Start, then Settings, and then System. On the Remote Desktop item, notice that remote desktop is not enabled. It therefore needs to be enabled on both sides of the connection. I'll click Confirm, and I can close the settings app and return to the Help Desk machine. I enter my credentials. I notice I receive a certificate error. This is normal, and I'll click yes. I'm now connected to the remote machine. To terminate the connection, I need to move my mouse to the top of the screen. I can pin this to the screen so it's always available. To terminate this session, I click the cross, and then click okay. I'm then returned to my normal machine.

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